Manager, National Accounts

Lennox International • Richardson, TX

2d

About The Position

Under limited supervision, the Manager, National Accounts leads a team responsible for supporting strategic National Account customers through onboarding, program execution, customer support, issue resolution, and operational follow-through. The role ensures the team delivers a consistent, high-quality customer experience while executing National Account programs in alignment with business objectives, customer expectations, and operational standards. The Manager provides day-to-day people leadership, monitors execution quality, resolves escalated issues, and drives process discipline across customer support and implementation activities. The position partners closely with sales, branch operations, customer care, supply chain, finance, marketing, technical training, and other cross-functional teams to improve service delivery, scalability, and customer satisfaction.

The Manager drives consistent execution, service discipline, and operational alignment across strategic customer partnerships. The role strengthens team performance, improves the customer experience, and supports scalable growth by ensuring National Account programs are delivered with quality, accountability, and cross-functional coordination.

Requirements

• Bachelor’s degree preferred, or an equivalent combination of education and experience.
• At least 5 years of progressive experience in customer service, account management, branch operations, implementation, sales support, National Accounts, or a related customer-facing function.
• Prior people leadership, team lead, supervisory, or project leadership experience required.
• Demonstrated ability to lead teams, manage priorities, resolve escalations, and drive execution against service expectations and business objectives.
• Strong communication, problem-solving, stakeholder management, organization, and follow-through skills.
• Working knowledge of National Account programs, customer onboarding, order management, inventory coordination, warranty and returns processes, and CRM or related business systems.

Nice To Haves

• Experience supporting National Accounts, complex customer environments, customer onboarding, implementation projects, or cross-functional operational initiatives.

Responsibilities

• Supervise, coach, and develop a team of Enterprise National Account professionals responsible for customer onboarding, program implementation, operational support, issue resolution, and ongoing customer relationship management.
• Assign and balance team workload across National Account customers, programs, and implementation priorities to ensure appropriate coverage, responsiveness, and follow-through.
• Establish clear performance expectations, provide ongoing coaching and feedback, support development planning, and manage performance issues in alignment with company policies and leadership expectations.
• Oversee team execution of customer onboarding, program milestones, service commitments, issue resolution, warranty and return support, documentation accuracy, and customer satisfaction.
• Serve as a point of escalation for customer and internal issues, resolve matters within scope, and appropriately escalate higher-risk or complex decisions.
• Partner with sales, branch operations, customer care, supply chain, finance, marketing, technical training, and other stakeholders to align on customer priorities, implementation needs, and resolution plans.
• Identify opportunities to improve tools, documentation, reporting, training resources, and operating processes to strengthen scalability, consistency, and team effectiveness.
• Ensure clear, professional, and timely communication with National Account customers, internal partners, and leadership regarding customer needs, risks, progress, and opportunities.

Benefits

• Tuition reimbursement
• Medical insurance
• Dental insurance
• Vision insurance
• Prescription drug coverage
• 401(k) retirement plan
• Short-term disability insurance
• Eight weeks of paid birthing leave
• Two weeks of paid bonding leave
• Life and long-term disability insurance
• Up to 12 days of paid time off per year, depending on hire date and eligibility
• Two paid well-being days per year, depending on hire date and eligibility
• One paid volunteer day per year, depending on hire date and eligibility
• 12 paid holidays per year, depending on hire date and eligibility
• Three floating holidays per year, depending on hire date and eligibility
• Eligibility for a 10% bonus under the applicable company plan
• Overtime pay for hours worked over 40 in a week, or as otherwise required by state law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager